Image capture to enforce remote agent adherence

ABSTRACT

A method, a system, and computer readable medium comprising instructions for image capture to enforce remote agent adherence. The method comprises a first computer receiving an authentication request. The method also comprises a client component executing on the first computer detecting the authentication request and the client component, based on detecting the authentication request, causing a digital image to be captured. The method also comprises the first computer transmitting the digital image to a second computer, the second computer analyzing the digital image, and the second computer authenticating the digital image based on the analysis.

CROSS REFERENCE TO RELATED APPLICATIONS

None.

FIELD OF THE DISCLOSURE

The present disclosure relates generally to schedule and otherperformance adherence by remote agents. More particularly, the presentdisclosure provides a method, a system, and a computer readable mediumcomprising instructions for enforcing schedule and performance adherenceamong a plurality of agents using digital image capture of agents.

BACKGROUND OF THE DISCLOSURE

Manufacturers, service providers, airlines, financial organizations andgovernmental units historically employ large numbers of agents workingprimarily with the telephone, often using an automated call distributionsystem. The agents may answer incoming calls received on a toll freenumber. The agents may alternatively be telemarketers or collectorsplacing outgoing calls. Such organizations would build and staff largecall centers to manage these hundreds or thousands of agents in somecases. Employees commute from their homes to the call centers to performtheir work duties. There, supervisors can visually oversee theactivities of agents and provide hands on management and coaching inperson.

Call centers are, however, expensive to build and manage, requiringconsiderable fixed investment in real property, equipment, training andsupport services. In addition, because many organizations operate on a24 hour basis, call centers must be kept open and staffed and managed onthat basis. Agents are therefore required to commute to the call centersat all hours, a prospect that may not be attractive to all employees.This inconvenience limits the size of the pool of potential call centeremployees for the organization. The high cost of building and operatingcall centers as well as the inherent limitations on the available workforce may cause senior management of these organizations to reconsidertheir service models.

SUMMARY OF THE DISCLOSURE

In an embodiment, a processor-implemented method is provided. The methodcomprises a first computer receiving an authentication request. Themethod also comprises a client component executing on the first computerdetecting the authentication request and the client component, based ondetecting the authentication request, causing a digital image to becaptured. The method also comprises the first computer transmitting thedigital image to a second computer, the second computer analyzing thedigital image, and the second computer authenticating the digital imagebased on the analysis.

In an embodiment, a system is provided. The system comprises aprocessor, a memory, and an application that, when executed on theprocessor, detects the input of an authentication request and causes adigital image to be captured. The system also transmits the digitalimage to a server computer wherein the digital image is analyzed andauthenticated based on the analysis.

In an embodiment, a computer readable medium is provided, the computerreadable medium comprising instructions for a first computer receivingan authentication request and a client component executing on the firstcomputer detecting the authentication request. The computer readablemedium also comprises instructions for the client component, based ondetecting the authentication request, causing a digital image to becaptured. The computer readable medium also comprises instructions forthe first computer transmitting the digital image to a second computerwherein the digital image is analyzed and authenticated based on theanalysis.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 depicts a diagram of a system for image capture to enforce remoteagent adherence in accordance with an embodiment of the disclosure.

FIG. 2 depicts a flowchart of a method of image capture to enforceremote agent adherence in accordance with an embodiment of the presentdisclosure.

DETAILED DESCRIPTION OF THE INVENTION

Turning to FIG. 1, a system 100 is provided. The system comprises aremote view server 110, a remote view application 120, client devices130, 140, client components 132, 142, cameras 134, 144, an administratordevice 150, an enterprise application server 160, enterpriseapplications 162, 164, 166, a monitoring component 168, a facialrecognition host 170, and facial recognition software 172.

The remote view server 110 is a computer system. Computer systems aredescribed in detail hereinafter. The remote view application 120 ishosted by the remote view server 110 and may be a web service. Theremote view application 120 receives digital images from client devices130, 140. In some instances, the remote view application 120 may sendthe captured digital images to an administrator device 150 for reviewand approval. The remote view application 120 may also compare thedigital images with digital images previously received from the clientdevices 130, 140 and may use the facial recognition software 172 forthis task. Based on the results of the comparison and feedback from theadministrator device 150, if applicable, as well as the receipt of othercredentials from the client devices 130, 140, the remote viewapplication 120 may recommend authentication of the client devices 130,140. This process may be required by policies implemented by anenterprise to enforce security and discipline upon employees,contractors or others who may work remotely, for example at homeoffices. These steps may be taken selectively for certain employees.Policies requiring these steps may apply when employees are accessingcertain applications or confidential information or executing certaintransactions.

A large enterprise such as an insurance company, bank or telemarketingcompany may employ many thousands of agents to provide telephonecustomer care, perform account collections or make outgoing sales calls.The enterprise may determine that it makes economic sense to employ theagents to work at remote locations, such as in their homes, as opposedto building call centers wherein employees must commute to work. Theenterprise may supply the agents with the client devices 130, 140 to usein conducting their work activities from their home offices. Theenterprise may provide telephones and other communications equipment andconnectivity services to the agents. The agents may work prescribedshifts, logging in to the enterprise's data network using their clientdevices 130, 140. The agents may additionally log into the enterprise'sautomatic call distribution (ACD) system from their telephones at thestart of their shifts when the agents' work comprises answering incomingcalls. Agents whose work tasks comprise placing outgoing telephone callsmay log into another call tracking and observation system.

While employing agents to work in home or other remote offices asopposed to having agents work at call centers may be attractive from acost perspective, this arrangement also presents management challengesand risks. Agents working remotely cannot be closely supervised as theycan be in a call center. When agents are empowered to commit theenterprise financially or legally and may electronically disburse orotherwise handle funds or other items of value, this presents additionalchallenges and risks. Because the enterprise cannot physically overseeagents working remotely, it may seek other means to verify theirpresence in their workplaces and observe their activities.

The present disclosure teaches a method, system and computer readablemedium that promotes the enterprise to capture digital images of agentsat their client devices 130, 140 as they authenticate with theenterprise's network and enterprise applications 162, 164, 166 at thebeginning of their work shifts and at other times. The method comprisesthe client device 130 causing the camera 134 to capture a digital image,i.e. take a digital photograph, of the agent and transmit the digitalimage to the remote view server 110. This process may take place uponthe agent using client device 130 initially authenticating with theenterprise's corporate or other network at the beginning of the agent'swork shift. Capturing of the digital image may be a required step inaddition to the agent entering authentication credentials, such as anetwork password. Capturing of the digital image may in addition to oralternatively take place after initial enterprise network authenticationby the agent but upon the agent attempting to access the enterpriseapplication 162 that is protected. The enterprise may require digitalimages to be captured of agents when the agents seek to access someenterprise applications 162 but not other enterprise applications 164,166. Digital images may be required under other circumstances, such aswhen an agent is executing transaction exceeding a monetary limit, forexample, or when the agent's actions have been made subject to reviewfor disciplinary or other reasons.

The remote view server 110 may be located on the premises of theenterprise and be connected directly or indirectly to the applicationserver 160 hosting the enterprise applications 162, 164, 166 that agentsmay remotely access to complete their tasks. The remote view server 110is also connected to components (not depicted in FIG. 1) associated withauthentication to the enterprise network. When a user situated at theclient device 130 is to begin his or her work shift, the user may entercredentials, for example a password, that are passed across a secureconnection to the enterprise network for authentication. The clientcomponent 132 executing on the client device detects this action and maycause a digital image to be captured and transmitted without externalprompting. Alternatively or in addition, authentication components inthe enterprise network may identify the user account as that of a remoteagent. Consulting a policy or other rule stored in the enterprisenetwork, the remote view application 120 or other component maydetermine that a digital image of the user is required in addition tothe credentials and may send notification to the client device 130.

The client component 132, 142 is a software module resident on theclient devices 130, 140, respectively, that exchanges messages with theremote view application 120. The client component 132, 142 may be adynamic link library (DLL) software module that provides an applicationprogramming interface (API) to integrate the functionality taught hereininto operating system software and client applications executing on theclient devices 130, 140. The client component 132, 142 makes calls tothe remote view application 120 and submits captured digital images toit. The client component 132, 142 controls the camera 134, 144 andresponds to commands from the remote view application 120 to capture adigital image of the user at various times.

The client component 132 focuses the camera 134, zooms in and zooms out,and makes other adjustments to the camera 134 such that a digital imageof acceptable quality is captured of the user's face and head. Theclient component 132 may deliver pop-ups or other messages to themonitor screen of the client device 130, the messages directing the userto shift his or her physical position or make other adjustments toenable a digital image of acceptable quality to be captured. The usermay be given the option to review the digital image and have anotherdigital image taken.

The camera 134, 144 is a digital camera mounted on the monitor of theclient device 130, 140 or otherwise physically positioned such thatdigital images may be taken of the person situated at the client device130, 140. The camera 134, 144 may be physically integrated into theclient device 130, 140. The camera 134, 144 may be configured andsecured such that it cannot be tampered with or reconfigured by the useror others. In an embodiment, the camera 134, 144 may be accessible onlyby the client component 132, 142 and may not be accessible by the user.

The client component 132 may be programmed to cause the camera 134 tocapture a digital image of the user when the user attempts toauthenticate with the enterprise network or access at least one of theenterprise applications 162, 164, 166 that is subject to protection astaught herein. The client component 132 may not first receive a messagefrom the remote view application 120 or other external component beforecausing the camera 134 to capture the digital image. The clientcomponent 132 instead captures the digital image without externalprompting and transmits the digital image either separately or alongwith the password or other credentials. The remote view server 110receives the digital image and the remote view application 120 thenperforms its authentication of the digital image that may in some casesinclude contacting an administrator or other component to requestreview.

The process may also be initiated by the remote view server 110. Theclient component 132 may not activate the camera 134 and capture andtransmit the digital image until prompted by the remote view server 110.The user of the client device 130 may first enter and transmitcredentials that are received by an authentication component within theenterprise and remote from the client device 130. It may be determinedfrom a rule, policy or other mechanism at this point that the user ofthe client device 130 is a member of a group, for example remote agents,that is subject to digital image capture and verification before accessto some or all enterprise resources is granted. The remote viewapplication 120 may read the rule or policy or receive notification ofthe rule or policy from another component. The remote view application120 may send a message to the client device 130 requesting that a newdigital image be captured and transmitted for verification andcompletion of authentication. The client component 132 processes thismessage, causes the camera 134 to capture the digital image, andtransmits the digital image to the remote view server 110 forprocessing.

In either embodiment, wherein the client component 132 detects attemptedsign-on and captures and transmits a digital image or wherein the remoteview application 120 receives notification of the sign-on attempt andinitiates the process by directing the client component 132 to captureand transmit a digital image, the remote view application 120 running onthe remote view server 110 receives and processes the digital image.

In a first use case, once the digital image of the user logging in hasbeen captured and stored in the database 115, an administrator using anadministrator device 150 may build reports about the users who havelogged in. If there is any question as to the identity of the uservisible in the digital image, the administrator may take action such ascontacting the user and requesting that the user sit for an additionaldigital image. The administrator may additionally disconnect the userfrom the protected application 162 or log the user out of the enterprisenetwork entirely. The administrator may engage supervisors and mayforward the digital images and identifying information to theappropriate supervisors for corrective and disciplinary action ifnecessary.

In a second use case, the enterprise may integrate an automated facialrecognition software system into the processes taught herein. The facialrecognition software host 170 contains facial recognition software 172that may comprise a commercially available third party facialrecognition software product that is integrated with the remote viewapplication 120. The remote view application 120 accesses the facialrecognition software 172 and requests it to compare the newly captureddigital image to at least one previously captured digital image of thesubject user stored in the database 115. The remote view application 120relies on the facial recognition software 172 to determine whether thenewly captured image resembles the at least one previously capturedimage to an acceptable level. The remote view application 120 may makesuch a determination itself based on its own criteria. If the new andstored images are do not acceptably resemble each other, the remote viewapplication 120 may communicate with the client component 132 on thesubject client device 130 and direct that another digital image becaptured and transmitted for analysis.

In a third use case, administrators may review currently working agents.An administrator may obtain from the remote view application 120 asnapshot-style report of the agents currently logged into the enterprisenetwork or using an enterprise application 162, 164, 166 that isprotected by the components provided herein. The administrator may drawdigital images used in previous comparisons for each listed agent fromthe database 115. The administrator may rapidly review the report andthe comparison digital images and gain confidence that the agents signedin are all hired staff or contractors. In the case of an indeterminatedigital image, the administrator may cause the remote view application120 to contact the client component 132 on the subject client device130. The client component 132 may direct the camera 134 to capture a newdigital image that is then transmitted to the remote view application120 for visual verification by the administrator.

In a fourth use case, administrators may build a report from storeddigital images of a single agent or group of agents. Digital images maybe stored in the database 115 for a predetermined period according tobusiness rules. If an agent comes under investigation for his or heractivities, a report can be assembled to demonstrate that the agent wasin fact the person at the client device 130 during the time intervalsrecorded. The administrator may also build reports to verify all of theagents that were working for a specified week or other period. Theadministrator may choose the timeframe and select the user name of theagent or a workgroup from which to build a report. Each digital imagewill be displayed with the user name of the agent and timestampinformation indicating when the digital image was captured. Each imagemay also be accompanied by text describing how the digital image wasoriginated, for example during an initial authentication, whensubsequently accessing a protected enterprise application 162, 164, 166,at an interval during a work shift, at the request of an administratoror supervisor or in accordance with an automated rule.

In a fifth use case, agent activity associated with specific enterpriseapplications 162, 164, 166 may result in a need for a digital image tobe captured and transmitted. While the enterprise may require digitalimages to be captured along with credentials at initial sign-on, theenterprise may also require the capturing of additional digital imageswhen a protected enterprise application 162 is accessed and/or when oneor more predetermined actions are taken with the enterprise application162. The monitoring component 168 executing on the application server160 is configured to detect when such a protected enterprise application162 is accessed and/or when an agent takes an action wherein capturingan additional digital image is deemed necessary.

The monitoring component 168 may consult rules when some actions aretaken with the enterprise application 162 and determine that a newdigital image is necessary. For example, a customer care agent withauthority to disburse funds or grant discounts or rate concessions mayexecute a transaction that is considerably larger than usual orotherwise out of the ordinary for that agent and/or for the customerinvolved. The rule consulted by the monitoring component requires that anew digital image is captured and transmitted. This may deter agentfraud and permit the enterprise to enforce discipline upon agents.

The monitoring component 168 may communicate the requirement of the newdigital image via the messaging system of the enterprise. The clientdevice 130 associated with the agent in question receives a messagecontaining the requirement and the client component 132 processes themessage. The client component 132 takes control of the camera 134 andcauses the camera 134 to capture a digital image. The client component132 transmits the new digital image to the remote view server 110. Thedigital image is stored in the database 115 and subject to review by anadministrator or supervisor and by using the facial recognition software172 when deemed necessary. Each digital image may have an electronicmemorandum attached indicating the reason the digital image wascaptured.

While five use cases have been presented herein, the use cases compriseembodiments of the present disclosure. It may be readily appreciated bya person of ordinary skill in the art that a plurality of additionalembodiments using the teachings and components described herein may beprovided.

A plurality of options is available for how the components of system 100may be configured to capture the digital image. A first method comprisesthe camera 134 simply capturing a digital image of whatever is in frontof the camera 134 at that time. A second method comprises the clientcomponent 132 being configured to wait until a human face is centered inthe viewing frame of the camera 134 before capturing the digital image.In an embodiment, the agent may be given an option to indicate, within ashort time period, when he or she is ready to be photographed, and mayalso have the option of having a second and replacement digital imagecaptured after review by the agent of the initial digital image. Anadministrator or other person may review the digital image and determineif another digital image is required. If the digital image was notfocused or if there is otherwise a problem with the quality of thedigital image, the administrator may contact the agent through instantmessaging or other mechanism. In an embodiment, a live stream may becaptured by the camera 134 of the agent's activities.

The components of the system 100 may be configured to automaticallycapture and save digital images without interaction by the agent. Thecamera 134 may wait until the agent's face is focused in the center ofthe viewing frame before capturing the digital image. In this case, theagent need only look at the camera and hold his or her head and facesteady for several seconds. The client component 132 causes the camerato automatically capture the digital image and transmit it to the remoteview server 110.

In the event of an error, or if the agent closes a window or screenproviding the agent the opportunity to have the digital image capturedor erased and captured again, the client component 132 may return afailure message to the remote view server 110 that may in turn notifythe administrator device 150. Other conditions that may result in anerror or failure message comprise an inability of the client component132 to find or properly operate the camera 134, the client component 132working together with the remote view server 110 unable to recognize aface in the captured digital image, or connectivity problems, such asthe client component 132 and the remote view server 110 unable tocommunicate properly.

The system 100 also provides a reporting site to generate multiple typesof reports, for example a report for an individual user or group ofusers assigned to a workgroup or skill. Reporting may be by skill, byagent identification and by user names. In addition, a specific date ordate range could be added to the described report types to limit thenumber of records provided in a report.

Each digital image captured by the camera 134 and transmitted by theclient component 132 may be assigned a unique randomly generated key.The key is passed back to the enterprise application 162 or othercomponent that originally caused the client component 132 or the remoteview application 120 to trigger the capturing of the digital image. Theuse of the key may prevent “man in the middle” attacks and permitsverification that the digital image is valid.

Access to the components hosted by the remote view server 110 isauthenticated session-based. An authenticated session can be initiatedby the client device 130 and the client component 132 communicating withthe remote view server 110 through a secondary secure channel. Eventhough some of the components of the remote view server 110 may beInternet accessible, requests to the components are discarded unlessaccompanied by a secure session token created by the client device 130.

Digital images stored in the database 115 may be automatically deletedafter a period of time that may be configurable according to businessrules. The client component 132 may be a plug-in to existingauthentication applications and may also be incorporated as part of aweb site's authentication process.

The network 180 is public or private data network carrying transmissionsbetween the components of the system 100. The network 180 may comprisevoice transmission media carrying data transmissions. Portions of thenetwork 180 may be carried on private transmission lines and otherportions of the network 180 may be carried on public transmission lines.

The general purpose computer comprises processor or central processingunit (CPU), read-only memory, random access memory, data storage, andinput/output devices. The general purpose computer may also comprisenetwork interface cards (NIC) to communicate on a local area network(LAN) and other hardware promoting communication over wide area networksand the Internet.

Although the above descriptions set forth preferred embodiments, it willbe understood that there is no intent to limit the embodiment of thedisclosure by such disclosure, but rather, it is intended to cover allmodifications, substitutions, and alternate implementations fallingwithin the spirit and scope of the embodiment of the disclosure. Theembodiments are intended to cover capabilities and concepts whether theybe via a loosely coupled set of components or they be converged into oneor more integrated components, devices, circuits, and/or softwareprograms.

Turning to FIG. 2, a method 200 is provided. At block 202, a firstcomputer receives an authentication request. At block 204, a clientcomponent executing on the first computer detects the authenticationrequest. At block 206, the client component, based on detecting theauthentication request, causes a digital image to be captured. At block208, the first computer transmits the digital image to a secondcomputer. At block 210, the second computer analyzes the digital image.At block 212, the second computer authenticates the digital image basedon the analysis.

What is claimed is:
 1. A processor-implemented method, comprising: afirst computer receiving an authentication request from a user of thefirst computer wherein the authentication request comprises entry of anetwork password by the user and is associated with accessing at leastone application on a network; a client component executing on the firstcomputer detecting the authentication request; the client component,based on detecting the authentication request, controlling a digitalcamera associated with the first computer to cause a digital image to becaptured of the user of the first computer; the first computertransmitting the digital image to a second computer; the second computeranalyzing the digital image; and the second computer authenticating thedigital image based on the analysis, wherein the digital image iscaptured and authenticated to provide security supplemental to thenetwork password, and wherein content of the digital image is separatefrom and unrelated to content of the network password.
 2. Theprocessor-implemented method of claim 1, wherein the first computer is aclient computer and the second computer is a server computer, the servercomputer accessing a plurality of stored digital images.
 3. Theprocessor-implemented method of claim 1, wherein the digital image iscaptured by the digital camera incorporated into the first computer. 4.The processor-implemented method of claim 1, wherein the clientcomponent alternatively causes the digital image to be captured based onreceiving an instruction from the second computer.
 5. Theprocessor-implemented method of claim 1, wherein based on the secondcomputer authenticating the digital image and verifying the networkpassword, the first computer receives access to the at least oneapplication.
 6. The processor-implemented method of claim 1, wherein theuser is a home-based call center employee.
 7. The processor-implementedmethod of claim 1, wherein the digital image is captured a second timeif determined to be unsatisfactory.
 8. The processor-implemented methodof claim 1, wherein the second computer authenticating the digital imagecomprises comparing the digital image with at least one previouslycaptured digital image.
 9. The processor-implemented method of claim 8,wherein the second computer uses facial recognition software to comparethe digital image with the previously captured digital image.
 10. Theprocessor-implemented method of claim 1, further comprising: the secondcomputer receiving approval of the digital image from a third computerprior to authenticating the digital image wherein the third computer isassociated with at least one of an administrative and a supervisoryfunction.
 11. The processor-implemented method of claim 1, wherein thefirst computer is situated at a location geographically remote from thesecond computer and the third computer.
 12. The processor-implementedmethod of claim 11, wherein the location is a home office.
 13. Theprocessor-implemented method of claim 1, further comprising: the firstcomputer receiving a message from the second computer subsequent toauthentication based on a transaction entered by the first computer, themessage requesting capturing and transmission of an additional digitalimage.
 14. The processor-implemented method of claim 13, wherein thesecond computer sends the message based on the transaction entered bythe first computer meeting a criterion.
 15. The processor-implementedmethod of claim 1, wherein the second computer is a web server andwherein the second computer interacts with the first computer using atleast one web service one of hosted by and accessed by the secondcomputer.
 16. The processor-implemented method of claim 1, furthercomprising: the second computer storing a plurality of digital imagescaptured over a duration for use in enforcing security and disciplinarypolicies.
 17. The processor-implemented method of claim 1, wherein whenthe digital image is determined unacceptable by at least one of thesecond computer, an administrator, and a supervisor, an instantmessaging session is initiated with the first computer requesting thecapturing of at least one additional digital image.
 18. Theprocessor-implemented method of claim 1, wherein the second computersends an instruction to the first computer, the instruction causing theclient component to cause a live digital video stream to be captured andtransmitted to the second computer.
 19. A system, comprising: aprocessor; a memory; and an application that, when executed on theprocessor: detects the input of an authentication request from a user ofthe system wherein the authentication request comprises entry of anetwork password by the user and is associated with accessing at leastone application on a network; controls a digital camera to cause adigital image to be captured of the user; and transmits the digitalimage to a server computer wherein the digital image is analyzed andauthenticated based on the analysis, wherein the digital image iscaptured and authenticated to provide security supplemental to thenetwork password, and wherein content of the digital image is separatefrom and unrelated to content of the network password.
 20. A computerreadable medium comprising instructions for: a first computer receivingan authentication request from a user of the first computer wherein theauthentication request comprises entry of a network password by the userand is associated with accessing at least one application accessible ona network; a client component executing on the first computer detectingthe authentication request; the client component, based on detecting theauthentication request, controls a digital camera associated with thefirst computer to cause a digital image to be captured of the user ofthe first computer; and the first computer transmitting the digitalimage to a second computer wherein the digital image is analyzed andauthenticated based on the analysis, wherein the digital image iscaptured and authenticated to provide security supplemental to thenetwork password, and wherein content of the digital image is separatefrom and unrelated to content of the network password.